
In the past, when customer bases grew, customer service teams would scramble to hire more agents. And when peak seasons like Black Friday hit, they’d resort to hiring temporary staff as a quick fix. However, we’re seeing more and more companies keeping their support teams lean while still getting more done by augmenting their processes […]

Businesses love the idea of AI in customer service. More automation, fewer headaches, lower costs—what’s not to like? Industry experts predict AI will play a role in 100% of customer interactions in the near future. But customers? They want control. They don’t want to be trapped in endless loops, screaming, “Talk to a real person!” […]